公开(公告)号：US11734648B2

公开(公告)日：2023-08-22

申请号：US16890508

申请日：2020-06-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Jessica Li ,  Leor Grebler ,  Ankit Pat ,  William Zhao

IPC: G10L15/26 ,  G06Q10/10 ,  G06N3/08 ,  G06F40/295 ,  G06F18/2113

CPC classification number: G06Q10/10 ,  G06F18/2113 ,  G06F40/295 ,  G06N3/08 ,  G10L15/26

Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.

公开(公告)号：US20210374671A1

公开(公告)日：2021-12-02

申请号：US16890508

申请日：2020-06-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Jessica Li ,  Leor Grebler ,  Ankit Pat ,  William Zhao

IPC: G06Q10/10 ,  G06K9/62 ,  G10L15/26 ,  G06F40/295 ,  G06N3/08

Abstract: A system and method are presented relating to emotion-based action recommendations. The present invention may include a recommender engine that analyzes several pieces of information and using artificial intelligence derived models, provides a course of action for a contact center agent and the probability and estimations behind the recommendation as a justification. System inputs include cost of the item or service being troubleshooted, estimated costs for different resolutions, cost of each escalation level of the interaction, history of previous interactions, agent costs, history of the current interaction, acoustic events and sentiment or primary detected emotions of the customer's transcript. The recommended course of action, rationale, and authorization can be provided as output. The system may record whether the agent followed the recommendation to improve further recommendations.